"Receives a Copy' recipients are not receiving the executed documents

Hello ​@Teri.Maier 

Thank you for reaching out, and welcome to the Docusign Community! We appreciate your question and assure you that we are fully committed to providing you with the best service possible. 

The issue is most likely due to the following:

Completion may not always send the executed PDF even if recipients are set to “Receives a Copy.”
There is an account setting: Attach documents to completion email,” and if it is disabled, recipients only get a notification or link (not the PDF). However, even if enabled, attachments can still be skipped if: Total completed document size exceeds 5MB, or more than 15documents are included

“Receives a Copy” behavior depends on envelope completion.
CC recipients only receive the final copy after the envelope is fully completed.
If routing/order or timing differs between envelopes, behavior may appear inconsistent.

Shared Access (sending from Dan C’s account) is a key factor. The sender is Dan C (account owner), not Dan B. So even though Dan B added himself, He is still just a CC  recipient. 
Docusign prioritizes sender + required recipients.
If anything from the envelope differs (template, setting, delivery options), it affects all envelopes sent under that account.

Delivery behavior depends on Dan C’s account settings + envelope configuration.

Envelope-level delivery settings can override expectations
Email delivery settings (link vs attachment)

Suppressed emails (for certain recipient types)
Document visibility rules.
These can result in:
Some envelopes send copies correctly, and others only notify certain recipients (e.g., signer + sender)

“All recipients get a copy” is not always literal.

Yes, all recipients are notified but how they receive the document varies:

• PDF attachment
• Secure link only
• No attachment due to limits/settings

Here are relevant articles for future reference.

Download and print a document that you received
File Size Limitations for an Envelope

If you found the response to be a useful solution to your question, please “like” and mark it as the best answer by clicking “Select as Best” to make it easier for other users to find. Thank you!

Sincerely,

Ma. Cassandra | Docusign Community Moderator
If this helped, feel free to Like👍and click "Best Answer."

Hello ​@Teri.Maier 

How are you? I'm just checking in to see if you still need help. If yes, please reply here with more context, or confirm if the issue has been resolved. 

If you run into any problems, we're happy to help with those here. Wishing you a smooth rest of your day!

If you found the response to be a valuable solution to your question, please “like” and mark it as the best answer by clicking “Select as Best” to make it easier for other users to find. Thank you!

Sincerely,

 Ma. Cassandra | Docusign Community Moderator
If this helped. Feel free to Like👍and click "Best Answer."

None of these answers addresses this particular situation.

Completion may not always send the executed PDF even if recipients are set to “Receives a Copy.”

There is an account setting: Attach documents to completion email,” and if it is disabled, recipients only get a notification or link (not the PDF). However, even if enabled, attachments can still be skipped if: Total completed document size exceeds 5MB, or more than 15documents are included.  This discusses whether Dan B would have received a link or an attachment, but that is not the issue.  The issue is that, for most of the envelopes, he did not get ANY notification at all - whether an attachment or a link, as proven in the history log I sent in my original post.  Furthermore, while he did not receive notifications for most of the envelopes, he did receive notifications for a few of them.  This means that there was no global or account setting in place that would have prevented notifications from being sent. Also, all the envelopes contained the same document, so the 5MB / 15 docs does not apply either.

“Receives a Copy” behavior depends on envelope completion.
CC recipients only receive the final copy after the envelope is fully completed.
If routing/order or timing differs between envelopes, behavior may appear inconsistent.  I am aware that a CC only gets notifications upon envelope completion.  I was not looking into the incomplete envelopes, only the completed ones.  If you looked at the history log I sent, you would see that the envelope in that example was complete, but Dan B was never sent any kind of notification of its completion.

Shared Access (sending from Dan C’s account) is a key factor. The sender is Dan C (account owner), not Dan B. So even though Dan B added himself, He is still just a CC  recipient. 
Docusign prioritizes sender + required recipients.
If anything from the envelope differs (template, setting, delivery options), it affects all envelopes sent under that account.

Delivery behavior depends on Dan C’s account settings + envelope configuration.  This does not apply because, although Dan B. missed notifications for most of the envelopes, he did receive notifications for a few. That confirms there was no global or account‑level setting blocking notifications from being sent.!--endfragment>!--startfragment>

Envelope-level delivery settings can override expectations
Email delivery settings (link vs attachment)

Suppressed emails (for certain recipient types)
Document visibility rules.
These can result in:
Some envelopes send copies correctly, and others only notify certain recipients (e.g., signer + sender)

What settings would cause some notifications to be sent to Dan B, but not others?  I am the admin for our org account and I can say definitively that I did not change any settings at the org level.  

“All recipients get a copy” is not always literal.

Yes, all recipients are notified but how they receive the document varies:

• PDF attachment
• Secure link only
• No attachment due to limits/settings

Again, this does not apply because, for the problem envelopes, Dan B did not receive any notification whatsoever, attachment or link.

Hello ​@Teri.Maier 
I’m sorry that the issue is still unresolved. We’re willing to help; however, since we don’t have access to your account and we believe it needs to be fully investigated to determine whether this is unusual behavior or somehow bug-related, we recommend that you create a support case so an expert can further assist you.
Depending on your preferences and urgency, you can reach us via live chat, email support, or request a callback from our team. These options are designed to give you flexibility and help you connect with the right support resource as quickly as possible.
You can get more details on that here:
 Essential Changes to Docusign Support
 How can I request a phone call from Docusign Support?
 How do I contact Docusign Customer Support?
 

If you found the response to be a valuable solution to your question, please “like” and mark it as the best answer by clicking “Select as Best” to make it easier for other users to find. Thank you!

Sincerely,

 Ma. Cassandra | Docusign Community Moderator
If this helped. Feel free to Like👍and click "Best Answer."

Hello ​@Teri.Maier

How are you? I'm just checking in to see if you still need help. If yes, please reply here with more context, or confirm if the issue has been resolved. 

If you run into any problems, we're happy to help with those here. Wishing you a smooth rest of your day!

If you found the response to be a valuable solution to your question, please “like” and mark it as the best answer by clicking “Select as Best” to make it easier for other users to find. Thank you!

Sincerely,

 Ma. Cassandra | Docusign Community Moderator
If this helped. Feel free to Like👍and click "Best Answer."